BACKGROUND OF THE INVENTION

[001] Technical Field

[002] The present disclosure relates to retail systems and more specifically to improving guest satisfaction in restaurant environments.

[003] Related Art

[004] Hospitality industry suffers a major challenge of guest satisfaction as one ad feedback from an unsatisfied guest can play havoc. As the world moves to Internet such d feedback moves much faster than good feedback as angry guests will use all the tools (F; cebook[TM], Twitter[TM], etc.) in their disposal to score a high impact on the general public. Accordingly, keeping a guest happy is an important aspect of the business in hospitality segment

[005] Guest satisfaction is generally dependent on the quality and quantity of tim : spent by the guest on ordering the food in a restaurant, which can be a complex and time consi ning process. A guest first browses a menu card containing minimal details on the various food and beverage items on offer and enquires with the front office staff (e.g., waiters, managers, tc.) to obtain more information on the food items. However, the staff generally does not have the complete information on the item and have to consult with the kitchen staff (e.g. chefs) regarding queries and get back with the answers to the guest.

[006] After a few iterations of queries and answers, guest may orally indicate t ie items to be ordered, with the front office staff then manually noting down items, typically >n paper. The order is then entered in a digital processing system (generally known as a Point c i" Sale), with a copy the order being printed and sent to the kitchen staff for preparing the orde ed items. The kitchen staff may then prepare the ordered items and place the items them for elivery to the guest (by the front office staff). Such a process is highly manual and hence prone to human failures (intentional or unintentional) leading to many issues such as delivery ofnng item, too much time in delivery, delivering cold food or wrong customizations.

[007] One trend in the hospitality industry is adoption of new technologic s which help restaurant environments to offer a better experience to guests. One of the ne ' technologies which is being adopted is the interactive and digital menu system where gists are given portable devices (such as tablets, mobile devices, etc.) which allows guests to r ad details and see visuals of each menu item and touch to order without help of the front of ce staff at the restaurant. However, such portable devices are used to merely provide paper menu replacement.

[008] Several aspects of the present invention leverage such portable device p Dviding digital menu systems for improving the guest satisfaction in restaurants.

SUMMARY OF THE INVENTION

[009] An aspect of the present invention improves guest satisfaction in restaurants. In one embodiment, a portable device such as a tablet is provided to different guests o a restaurant. Different input characteristics of the guests such as the movement of eyeball of he guest, the voice and physical gestures of the guest, the identity of the guest, the time taken to and/or the frequency of performing actions, the specific actions performed/not performed id, feedback provided though forms, etc. are captured using the portable device. A satisfaction level of each guest is computed based on the captured input characteristics and a comparison of he computed satisfaction levels is provided to a user (such as a manager, chef, etc.) in le restaurant environment. The user is facilitated to monitor the satisfaction levels of the guesi . and provide better guest satisfaction based on the measured reactions of the guest.

[010] According to another aspect, the capturing of the input characteristics of a guest and the computing of a corresponding satisfaction level is performed a priori, and the orresponding information is stored as a reference data. The input characteristics and satisfactioi levels of the guests are then compared to the reference data for determining any shortfall in sati faction levels of the guests.

[Oil] Several aspects of the invention are described below with reference to examples for illustration. However, one skilled in the relevant art will recognize that the inv ntion can be practiced without one or more of the specific details or with other methods, components, materials and so forth. In other instances, well-known structures, materials, or ope itions are not shown in detail to avoid obscuring the features of the invention. Furl lermore, the features/aspects described can be practiced in various combinations, though onl; some of the combinations are described herein for conciseness.

BRIEF DESCRIPTION OF THE DRAWINGS

[012] Example embodiments of the present invention will be described with reference to the accompanying drawings briefly described below.

[013] FIG. 1 is a block diagram illustrating an example environment in which various aspects of the present invention can be implemented.

[014] FIG. 2 is a flow chart illustrating the manner in which guest satisfaction improved in one embodiment.

[015] FIG. 3 depicts an example implementation of improving guest satisfaction according to one embodiment.

[016] FIG. 4 is a block diagram illustrating the details of a digital processing system in which various aspects of the present invention are operative by execution of approprite execution modules.

[017] In the drawings, like reference numbers generally indicate identical, functionally similar, and/or structurally similar elements. The drawing in which an element first appears is indicated by the leftmost digit(s) in the corresponding reference number.

DETAILED DESCRIPTION OF THE INVENTION

[018] 1. Example Environment

[019] FIG. 1 is a block diagram illustrating an example environment in which various aspects of the present invention can be implemented. The block diagram is shown containing client devices 11 a-lie, network 12, server system 15, and data store 18. Merely for tration, only representative number/type of systems is shown in FIG. 1. Many computing systems often contain many more systems, both in number and type, depending on the purpose for which the computing system is designed. Each system/ device of
FIG. 1 is described be JW in further detail.

[020] Network 12 provides connectivity between client devices 11 a-l1c, serves system 15 and dispensing machine 17. Network 12 may represent Wireless/LAN networks implemented using protocols such as Transport Control Protocol/Internet Protocol (TCP/IP), or circuit switched network implemented using protocols such as GSM, CDMA, etc. as is well known in the relevant arts.

[021] In general, network 12 provides transport of packets, with each packet containing a source address (as assigned to the specific system from which the packet originates) an a destination address, equaling the specific address assigned to the specific system to which a packet is destined/targeted. The packets would generally contain the requests and responses between the client devices 1 la-1 lc, server system 15 and dispensing machine 17 as described below.

[022] Data store 18 represents a non-volatile storage, facilitating storage and retrieval of a collection of data by server system 15. Data store 18 may maintain information si ;h as user data received from client devices 1 la-1 lc, modes of communication supported by each type of client device, the details of the input characteristics (reactions) of the guests captured b; client devices 1 la-1 lc, etc.

[023] In one embodiment, data store 18 is implemented using relational databa 2 technologies and provides storage and retrieval of data using structured queries such as S )L (Structured Query Language), as is well known in the relevant arts. Alternatively, data statre 18 may be implemented as a file server and store data in the form of one or more files organised in the form of a hierarchy of directories, as is well known in the relevant arts.

[024] Each of client devices lla-llc represents a system such as a personal computer, workstation, mobile phones (e.g. iPhone available from Apple Corporation), tablets, portable devices (also referred to as "smart" devices") that operate with a generic operating system such as Android operating system available from Google Corporation, etc., used by sers to send (client) requests to server system 15.

[025] The client requests may be for placing orders for food/beverage items ought to be consumed by the guests, request for status of the orders, submission of feedback on the items consumed, etc. The client requests may be generated using appropriate user iterfaces. In general, a client device enables a user to send client requests for performing de ired tasks to server system 15 and to receive corresponding responses containing the results ol performance of the requested tasks.

[026] In addition, each client device is enabled to monitor/measure (capture the various reactions (input characteristics) of the guests using the device and to compute tl : satisfaction levels based on such captured information. The client device may thereafter since the captured and/or computed information as corresponding (one or more) client requests to sender system 15. The capturing of the input characteristics, computing of the satisfaction levels and sending of the information may be performed by mobile applications executing in each of clien devices 11 a-11c.

[027] Server system 15 represents a system, such as a web and/or application ser er, executing various software applications designed to perform tasks (such as storing user rec jested orders for food/beverage items, sending the items for preparation, etc.) requested by use > using client devices 11 a-lie. The applications may perform the tasks using data maintaince internally to server system 15 or on external data (e.g. maintained in data store 18). 1 le results of performance of the tasks may then be sent as corresponding responses to the jesting client device. Furthermore, server system 15 may maintain some of the received information (such as the input characteristics) in data store 18.

[028] As noted in the Background section, the digital menu system helps in proding a better guest satisfaction by presenting detailed information (along with visuals/picture ) of the food and beverage items through a simple user interface to the guest. Accordingly, a gi est is enabled to order confidently after being fully informed. However, it may be appreciated that many of the errors noted above with the respect to paper/manual ordering of food may conl nue to occur, even when such a digital menu system is provided on a portable device.

[029] Several aspects of the present invention improve the guest satisfaction in restaurant environments while overcoming some of the drawbacks noted above. The ma ner in which guest satisfaction may be improved is described below with examples.

[030] 2. General Flow

[031] FIG. 2 is a flow chart illustrating the manner in which a user is enabled ) design and place an order for a desired food/beverage item in one embodiment. The flowchai is described with respect to Figure 1 merely for illustration. However, various features can be implemented in other environments also without departing from the scope and spirit of various spects of the present invention, as will be apparent to one skilled in the relevant arts by reading lie disclosure provided herein. In addition, some of the steps may be performed in a different ; ;quence than that depicted below, as suited in the specific environment, as will be apparent to >ne skilled in the relevant arts. Many of such implementations are contemplated to be cover d by several aspects of the present invention.

[032] In step 21, portable devices (such as 11 a-11 c) area provided to guests of a r staurant. The portable devices may provide a digital menu system that facilitates the guests to p; ice orders for different food and beverage items. In addition, each of the portable devices may ii :lude various hardware (and corresponding software) sensors such as camera, microphone, a celerometers, etc.

[033] In step 22, input characteristics of the guests are captured using the p rtable device (assumed to be 11a in the description below) provided to the guests. The input haracteristics may be captured using the sensors contained in the portable device. Examples 3f such input characteristics are the movement of eyeball of the guest, the voice of the gues the physical gestures of the guest, the identity of the guest, the time taken to and/or the frequency of performing different actions, the specific actions performed/not performed, ind feedback provided though forms displayed on the device.

[034] In step 23, satisfaction levels for each of the guests are computed (eith r by portable device 1 la or server system 15) based on the corresponding captured input chan ;teristics. The computations may be performed in a known way. Examples of satisfaction level: are a level of comfort in using the menu and portable device, a level of interest in a specific itei l in the menu, a level of hunger of the guest, a level of upset (slightly, more, highly, etc.) of tl ; guest due to long waits for serving of items, and a level of satisfaction with the overall experience (based on the manual feedback provided by the guests).

[035] In step 24, a comparison of the computed satisfaction levels of different guests is provided (for example, displayed on a display unit, not shown, associated with server system 150) to a user (such as a manager) in the restaurant. Such display may facilitate the user/manager to monitor the satisfaction levels of the various guests in the restaurant and provide better guest satisfaction based on the measured reactions of the guest.

[036] In particular, the provided levels may assist an user/manger to determine hether a guest requires manual help for ordering based on the level of comfort with the met u, whether to provide specific offers targets to items of high level of interest for a guest, whetl ;r to speed up (and/or prepare ahead of other orders) any of the orders of the guest based c 1 the level of hunger, whether to send some higher level front office staff (such as owner, heat chef, etc.) to pacify the guest based on the level of upset, and whether to change/customi :e the overall restaurant experience (e.g., change the menu, change the interior design, add/redi ;e the number of tables, etc.) based on the level of satisfaction with the overall experience.

[037] In step 25, the input characteristics and satisfaction levels of guests are tored (in data store 18) as reference data. The reference data may later be used for the compari on of step 24, thereby enabling the system to better identify the satisfaction levels of the differ© t guests in the restaurant.

[038] Thus, by measuring the satisfaction levels of different guests and providinj a comparison of such measured levels to a user (such as a manager) in a restaurant, the user ; facilitated to better handle and accordingly improve the guest satisfaction in the restauran An example implementation of a portable/client device (assumed to be 11a, for convenie ce) providing several aspects of the present invention is described in detail below.

[039] 3. Example Implementation

[040] FIG. 3 depicts an example implementation (for example, in client c :vice 11a) of improving guest satisfaction according to one embodiment. Each of the block of FIG. 3 is described in detail below.

[041] Basic digital menu system 36b provides a digital menu of food and bevera ;e items to the guests using client/portable device 11a. System 36b also facilitates identificati n of the time taken by a guest to browse and/or order items from the digital menu. The identil cation may be performed by tracking the touches/selections of the guest on a display un /touch screen contained in portable device 11a.

[042] In one embodiment, a front office staff configures various parameters i ich as a table number (at which the guest is seated), any identity information of the staff servin the table, etc. in portable device 11a and then hands over the configured portable device to the guest.

Accordingly, the start time may be determined as the time of configuration with z delay of a few minutes (during which the device is handed over to the guest). When a guest : :arts using the portable device through touches, the information of touch and time stamp an further be captured to analyze if the guest is comfortable in using the device. Such a concha; on (indicating one facet of satisfaction level) can further be refined by comparing similar data i om past usage from different guests at the same restaurant and other different restaurants.

[043] Guest specific menu presentation module 32 facilitates a restaurant to provide custom menus that are tailored for each guest (or a group of guests). The customis ition may be performed based on information entered by a front office staff as part of the confi uration of the portable device noted above. Such information entered may include the number o guests seated at a table, the size of a group of guests, any guest identification information (su< ti as a mobile number), the details of the guests such as age, gender, etc. The information ms ' be provided using a corresponding user interface provided on portable device 11a.

[044] It may be appreciated that the customizations may be specific to each guesi (for example, displaying only vegetarian items, when the guest had previously indicated a prefe ence for only vegetarian items) or may be general (for example, displaying special offers that re specific to the size of the group). Some of the customizations may include organizing sut :equent menu placements such that user choice of items come at appropriate and convenient pos :ions/pages in the digital menu, thereby reducing the time taken by the guest to place the order.

[045] Device usage detection module 39a monitors/measures the usage (touch :s, selections, etc.) of the device by a guest in real time. In a scenario that a guest is taking longe durations (as compared to a threshold) to order items or randomly touching buttons/menus/ir ages, module 39a may identify that the guest is facing difficulty in ordering items and provide such information to an front office user (e.g., a manager) in the restaurant. Such ini information may enable the manager to send a staff (e.g., a waiter) to help the guest. The above nc ed (captured) data can also be stored offline and may be further be utilized to refine the menu ite n positions or menu options position or the design of icons and or even a better user interface for he menu.

[046] According to an aspect of the present invention, as the guests keep brow ing the menu from one category to other or one menu item to other, guest promotion module : 1 collects the user reaction in real time and accordingly can manipulate some specific offer for he guest. For example, the device may determine that a guest is quite excited about a given iten based on eye and/or voice expression or based on the number of times the user viewed the it m during the browsing. Furthermore, module 31 also monitors whether the guest eventually p iced an order for the item in which the guest has shown interest. In a scenario that an order for le item is not placed due to reasons such as high price, high calorie value, etc. guest promoti m module 31 may provide specific offers such as discounts, alternatives, combo offers, etc. tc cause sale of the item.

[047] It may further be noted that upon detection of such positive or negative ite: is for a given user, the recommendation of items for that guest by guest specific menu presentat )n module 32 may be biased to show the favorite item in a more advantageous position on the menu or vice versa. If the guest identity (phone number/email id etc.) is known, the above not d learning of the guest specific customizations may be used to send later communications (si ;h as emails) regarding subsequent future offers.

[048] Guest choice detection module 35 determines when a guest has placed i i order for a desired set of items. In particular, when a guest places an order for an item fr m the digital menu, module 35 determines the time to place the order/select the item in the devi e. Module 35 may then send the information to server system 15, which in turn also monitors th< time to place the order. Module 35 may thereafter send either directly or indirectly (via server s /stem 15) the order details to corresponding devices kept in different kitchen stations, thereb ' causing the order to be displayed on the devices. Each of the devices may accordingly s IOW only the respective items that the kitchen station is responsible for. For example, Chir :se items are provided to a Chinese station, while Italian items are provided to an Italian station.

[049] Alerting module 38 receives information on the status of preparation of the ordered items and provides them as alerts (on a display associated with portable device 11a) to :he guests. In one embodiment, client devices (such as 1 lb-1 lc) provided at the various kitchei stations may enable the kitchen staff (e.g., chefs, bar men, etc.) to indicate the status (e.g., startc I, ready in 10 minutes, ready for delivery, etc.) of preparation the ordered items. The status infor lation is then sent to alerting module 38 (e.g., via server system 15), which then provides corresi ending alerts, thereby enabling the guest to track the status of each ordered item. Since the gue X might have ordered multiple items, the providing of the status of each item may facilitate a gi ;st to request for serving of already prepared items, without waiting for the complete order to be prepared and served together.

[050] Furthermore, the ability of a guest to view the status of his/her order can 1 3 used as the basis of identifying a level of hunger of the guest. For example, a long wait foi an item may cause the guest to be upset and to escalate such an issue with the front office staff by touching/ selecting corresponding options displayed along with status of the order). Also the portable device may be pre-configured to monitor for any behavioral patterns such as I se of violent language and force on the portable device (e.g., using a microphone and accelei rnieter in the portable device) that may indicate that the guest is upset.

[051] Each of guest signature detection module 36a, video signature detection m< dule 36b and voice signature detection module 36c uses the sensors embedded in the portable device (11a) such as microphone, camera, etc. to determine the behavioral characteristics of le guest. For example, the voice signature detection module 36c may determine based on the >itch, timbre, loudness, etc. of the voice of the guest whether the guest is speaking out louc y or making sounds which clearly can indicate the break of experience (that is, the satisfaction level is low). Video signature detection module 36b may determine whether the physical gesture made by the guest are indicating the break of experience.

[052] Guest signature detection module 36a may identify a guest based on his/her facial features, thereby enabling the other module to provide a customized experience to the guest. Guest eyeball tracking module 33 may use a sensor such as a camera to determine the specific items/portions of the user interface that a guest is viewing at different time ii stances. Such information may be used in combination with other modules 36a-36c to idem fy behavioral characteristics of the guest.

[053] The different modules 36a-36c may detect such drop in satisfaction level by passively analyzing voice and facial expressions or other body gestures. Due to the respect Dr the privacy of the guests, modules 36a-36c may disable recording of any voice sample or take any pictures/ videos to store it in the server or device. Modules 36a-36c may merely extrate feature from voices, facial expressions (for example, using guest eyeball tracking module 33) * id or gestures in real time to identify the behavior of the guest. Furthermore, modules 36a- S6c (and also module 33) may be invoked only when the device is located at a table ani the guest is continuing to touch or device is non-stationary i.e. on the hand of the guest (ar 1 not invoked when the device is charging or the device is in standby mode).

[054] Guest mood detection module 34 determines the current mood of a guest and also the change of mood of the guest over a period of time. Such determination ma; be based on monitoring of the behavior characteristics of the guest from the time the device is and over to the guest or from the time the guest has started interacting with the device. For example, once the ordered food is served, it is natural to expect a change of mood of the guest.' he mood may merely be determined without maintaining any private information (such as vc ce recording, pictures, videos, etc.) of the guest. For example, module 34 may detect that a gest is smiling and send only this information (that "Guest are smiling") to server system 15, wit out storing or sending any images/voice outside the device (11a). For determining the mood, n adule 34 may match the behavior characteristics to well know signatures in voice or gestures. P > the database of such well known signatures is quite small, the chance of compromising privacy s rare.

[055] Once issues related to change of mood are discovered, such information can be sent to the staff through appropriate user interfaces in other client devices/server system. The management can send people to talk to the guest to see if a problem exists and suggest a r made for the problem. The manual intervention helps in catching guest dissatisfaction much earlier than billing, which is often used to vent such dissatisfaction by the guest (e.g., r > tips or tips frugally). Furthermore, critical situations such as a guest finding a hair in a bowl c ' soup, or lack of salt/taste in a food item, etc. can be detected and addressed at an early phase of the experience, thereby allowing the guest to settle down and fully enjoy the restaurant experience.

[056] Business impact analysis module 37 identifies changes in the restaurant en ironment that are of relevance to guest satisfaction or lack thereof. In other words, module 37 a cumulates the information related to the time required to complete each process (ordering, prej iring, serving, billing, etc.) or each step of a process (browsing the menu, selecting items, placin ; order, etc. as part of ordering) and then builds a model to predict or estimate time needed for :ach step. The predicted information may then be shown to a guest in the form of a virtual state 3 bar showing the progress of the overall order of the guest.

[057] While the process of managing complete life cycle of an order helps even stakeholder, there are problems which have factors beyond this process monitoring - e.g. food quality, expectation mismatch. Module 37 does help in reducing such errors to some exten , for example, under-cooking or over cooking of an item can be derived from the fact that a ki ;hen staff has taken either less or more than normal time for the cooking step in the prepai ition process. However, the present system cannot, at its current form help if enough salt is n< t added to an item, non-process mistakes are committed, etc.

[058] In addition, business impact analysis module 37 is also enabled to receive Redback from the guests using portable device 11a. For example, the guest can provide the fedback using forms/user interfaces displayed to the user on the portable device. In one embodiment, the feedback form is in the form of a questionnaire containing a pre-defined set of questions, with the user required to select one or more of a predefined set of options/answers provided for each question. Furthermore, the portable device may enable the guest to record an a idio or video feedback, which is then analyzed for voice/gesture signatures to determine the mo( i of the guest when providing the feedback. Such determination may help the restaurant to bet :r understand the feedbacks from the different guests.

[059] It should be appreciated that the above noted features can be implement d in various embodiments as a desired combination of one or more of hardware, execution nodules and firmware. The description is continued with respect to one embodiment in v which various features are operative when execution modules are executed.

[060] 4. Digital Processing System

[061] FIG. 4 is a block diagram illustrating the details of digital processing system 40 in which various aspects of the present invention are operative by execution of approprite execution modules. Digital processing system 40 may correspond to one of client devices la-1 lc or to server system 15.

[062] Digital processing system 40 may contain one or more processors (such as a central processing unit (CPU) 41), random access memory (RAM) 42, secondary memo 43, graphics controller 46, display unit 47, network interface 48, and input interface 49. All that components except display unit 47 may communicate with each other over communication p that 45 which may contain several buses as is well known in the relevant arts. The components of FIG. 4 are described below in further detail.

[063] CPU 41 may execute instructions stored in RAM 42 to provide several 1 :atures of the present invention. CPU 41 may contain multiple processing units, with each p ocessing unit potentially being designed for a specific task. Alternatively, CPU 41 may contah only a single general purpose processing unit. RAM 42 may receive instructions from seconda y memory 43 using communication path 45.

[064] Graphics controller 46 generates display signals (e.g., in RGB format) to c splay unit 47 based on data/instructions received from CPU 41. Display unit 47 contains a dis lay screen to display the images defined by the display signals (e.g. the portions of the i ;er interfaces provided on the client devices lla-llc). Input interface 49 may correspond to a k yboard and a pointing device (e.g., touch-pad, mouse), which enable the various inputs to be p ovided (such as the quality and/or quantity of the items sought to be ordered, the feedback on he quality of service, etc.). Network interface 48 provides connectivity to a network (e.g., sing Internet Protocol), and may be used to communicate with other connected systems (e.g. lient devices lla-llc, server system 15 of FIG. 1). Network interface 48 may provide such con lectivity over a wire (in the case of TCP/IP based communication) or wirelessly (in the c se of WIFI, Bluetooth based communication).

[065] Secondary memory 630 may contain hard drive 43a, flash memory 43b, a d removable storage drive 43c. Secondary memory 43 may store the data (e.g., the list of item ordered, the status alerts of the ordered items, etc.) and software instructions (e.g., for imp smenting the programming logic of the blocks shown in FIG. 2), which enable digital processing system 40 to provide several features in accordance with the present invention.

[066] Some or all of the data and instructions may be provided on removable st< rage unit 44, and the data and instructions may be read and provided by removable storage driv 43 c to CPU 41. Floppy drive, magnetic tape drive, CD-ROM drive, DVD Drive, Flash memoi /, removable memory chip (PCMCIA Card, EPROM) are examples of such removable storage d ive 43 c. [067] Removable storage unit 64 may be implemented using storage format coi ipatible with removable storage drive 43c such that removable storage drive 63c can read he data and instructions. Thus, removable storage unit 44 includes a computer readable sto age medium having stored therein computer software (in the form of execution modules) and/or lata. [068] However, the computer (or machine, in general) readable storage medium a i be in other forms (e.g., non-removable, random access, etc.). These "computer program j "oducts" are means for providing execution modules to digital processing system 40. CPU 41 nay retrieve the software instructions (forming the execution modules), and execute the ir itructions to provide various features of the present invention described above.

[069] Reference throughout this specification to "one embodiment", "an embodiment", or similar language means that a particular feature, structure, or characteristic described in connection with the embodiment is included in at least one embodiment of the pre en invention. Thus, appearances of the phrases "in one embodiment", "in an embodiment ' and similar language throughout this specification may, but do not necessarily, all refer to the same embodiment.

[070] It should be understood that the figures and/or screen shots illustrated in that attachments lighting the functionality and advantages of the present invention are present for example purposes only. The present invention is sufficiently flexible and configurable, such that it may be utilized in ways other than that shown in the accompanying figures.

I/WE CLAIM:

1. A method of improving guest satisfaction in a restaurant environment said method comprising:
providing, a portable device, to a first guest and a second guest;

capturing, using said portable device, a first plurality of input characterists of said first guest and a second plurality of input characteristics of said second guest;

computing a first satisfaction level of said first guest based on said first plurality of input characteristics, and a second satisfaction level of said second guest based o i said second plurality of input characteristics; and

providing a comparison of said first satisfaction level and said second satisfaction level to a user in said restaurant environment,

wherein said user is enabled to monitor the satisfaction levels of guests and to provide better guest satisfaction based on said comparison.

2. The method of claim 1, wherein said providing to said first guest, capturing of said first plurality of input characteristics and said computing said first satisfaction level are performed at a first time instance, said method further comprising:

storing, in a non-volatile storage, said first plurality of input characteristic ; and said first satisfaction level as a first reference data,

wherein said providing comprises retrieving said first reference data com said non-volatile storage for performing said comparison with said second satisfaction level of said second guest.

3. The method of claim 2, wherein said capturing is performed when said second guest is browsing a menu to identify items of interest, placing an order for a set of items s satisfied in said menu, receiving information on the status of preparation of said set of item: and entering feedback on said set of items after consuming said set of items.

4. The method of claim 4, wherein said browsing, said placing, said receiving and said entering are performed using said portable device.

5. The method of claim 4, wherein the input characteristics includes:

a) the movement of eyeball of said second guest,
b) the voice of said second guest,
c) the physical gestures of said second guest,
d) the identity of said second guest,
e) the time taken to and/or the frequency of performing actions by said sea and guest,
f) the specific actions performed/not performed by said second guest, and
g) the specific feedback provided by said second guest though forms displayed on said portable device,

wherein said computing computes the satisfaction level based on onece more of the input characteristics.

6. A portable device operable to:

capture a first plurality of input characteristics of a first guest and a second plurality of input characteristics of a second guest;

compute a first satisfaction level of said first guest based on said first ph reality of input characteristics, and a second satisfaction level of said second guest based said second plurality of input characteristics; and

send for display a comparison of said first satisfaction level and said second satisfaction level,
wherein said user is enabled to monitor the satisfaction levels of guests and to provide better guest satisfaction based on display of said comparison.

7. The portable device of claim 6, further operable to:

store, in a non-volatile storage, said first plurality of input characteristic: and said first satisfaction level as a first reference data,

wherein said portable device retrieves said first reference data from said non-volatile storage to perform said comparison.

8. The portable device of claim 7, wherein said portable device captures said first plurality of input characteristics when said first guest is going through a menu, p icing an order for an item specified in said menu, receiving information on the status of prep ration of said item, receiving and consuming said item and feedback provided on said consumed item.

9. The portable device of claim 8, wherein said browsing, said placing, said receiving and said entering are performed using said portable device.

10. The portable device of claim 9, wherein the input characteristics includes:

a) the movement of eyeball of said second guest,

b) the voice of said second guest,
c) the physical gestures of said second guest,
d) the identity of said second guest,
e) the time taken to and/or the frequency of performing actions by said second guest,
f) the specific actions performed/not performed by said second guest, and
g) the specific feedback provided by said second guest though forms displayed on said portable device,

wherein said portable device computes the satisfaction level based on one or more of the input characteristics.